{"id":383889,"date":"2020-03-23T07:54:33","date_gmt":"2020-03-23T05:54:33","guid":{"rendered":"https:\/\/businesstech.co.za\/news\/?p=383889"},"modified":"2020-03-23T07:54:33","modified_gmt":"2020-03-23T05:54:33","slug":"streamlining-multi-channel-communication-a-key-driver-of-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/industry-news\/383889\/streamlining-multi-channel-communication-a-key-driver-of-customer-satisfaction\/","title":{"rendered":"Streamlining multi-channel communication \u2013 A key driver of customer satisfaction"},"content":{"rendered":"<p>The way today\u2019s customers interact with brands is fundamentally shifting. We are moving from the digital era to the conversational era. Customers find, compare, and buy on their mobile phones.<\/p>\n<p>This is exactly why instant-messaging apps have become the norm for both personal and professional communication.<\/p>\n<p>The interconnected digital world has made contact with customers easier, which has resulted in consumers demanding instant service and immediate results.<\/p>\n<p>A <a href=\"https:\/\/www.salesforce.com\/research\/customer-expectations\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>salesforce research study<\/strong><\/a> showed that 64% of consumers expect companies to respond to and interact with them in real-time, while 80% said that an immediate response to a request influences their loyalty to a brand.<\/p>\n<p>To solve problems they are experiencing with a company\u2019s service or product, consumers have turned away from phone calls and embraced chat platforms.<\/p>\n<p>To address this, contact centres need to adapt to offer their customers platforms that boast instant and efficient customer engagement.<\/p>\n<p>The conversational era requires businesses to optimise their engagement with customers across a wide range of messaging channels.<\/p>\n<p>Where pricing and solutions are similar, the key distinguishing factor will be quality customer service.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.cm.com\/en-za\/products\/text\/customer-contact\/?utm_source=mybroadband&amp;utm_medium=referral&amp;utm_campaign=customer-contact\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Click here to learn more about CM.com\u2019s Customer Contact solution.<\/strong><\/a><\/li>\n<\/ul>\n<h3 class=\"my-4\"><strong>Multi-channel platforms<\/strong><\/h3>\n<p>Consumers generally enjoy having choices. This is why it\u2019s essential to provide multiple routes for engagement with your brand.<\/p>\n<p>Younger users might opt to chat to an agent on WhatsApp, email could be better to explain in-depth problems, and SMS provides a simple fallback solution in the event that data services or access to voice communication are limited. For the more traditionally inclined customer, voice calls must remain an option.<\/p>\n<p>With CM.com\u2019s Customer Contact solution, brands can meet this challenge head-on by combining several messaging channels \u2013 including SMS, WhatsApp Business, Facebook Messenger, Viber, Telegram, and Twitter \u2013 to provide customers with multiple options.<\/p>\n<p>Customer Contact offers your team a single workspace, containing all the conversation history in one place, as well as the ability to transfer conversations to different agents or support departments.<\/p>\n<p>Additionally, it provides multiple touchpoints, analytics, quick replies and out-of-office response management.<\/p>\n<h3 class=\"my-4\"><strong>Chatbots<\/strong><\/h3>\n<p>If companies require automation of the interaction process, CM.com can set up a chatbot in collaboration with their business partners.<\/p>\n<p>This bot can respond to frequently asked questions or pass customers through the authentication process without the need for human intervention.<\/p>\n<p>This could help your customer service team save time which could be better spent on addressing more complicated requests.<\/p>\n<p>This is especially valuable when agents are required to respond timeously to flurries of extra-ordinary queries in unusual circumstances, such as the ongoing coronavirus pandemic.<\/p>\n<p>Chatbots can help take the strain off inundated customer service teams, so that they are able to provide quick and helpful responses during times of crisis.<\/p>\n<h3 class=\"my-4\"><strong>A resum\u00e9 that speaks for itself<\/strong><\/h3>\n<p>CM.com\u2019s clients include major brands like BMW, King Price Insurance, Rand Mutual Assurance SafariNow, HelloPaisa and The Entertainer.<\/p>\n<p>Make CM.com\u00a0your conversational commerce partner of choice to improve customer satisfaction and loyalty, and ultimately accelerate revenue conversion.<\/p>\n<p><a href=\"https:\/\/www.cm.com\/en-za\/products\/text\/customer-contact\/?utm_source=mybroadband&amp;utm_medium=referral&amp;utm_campaign=customer-contact\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Click here to get your company started on CM.com\u2019s Customer Contact solution.<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The conversational era requires businesses to optimise their engagement with customers across a wide range of messaging channels.<\/p>\n","protected":false},"author":57,"featured_media":383897,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10459],"tags":[14331,26],"class_list":["post-383889","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-news","tag-cm-com","tag-headline"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/383889","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/57"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=383889"}],"version-history":[{"count":3,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/383889\/revisions"}],"predecessor-version":[{"id":383895,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/383889\/revisions\/383895"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/383897"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=383889"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=383889"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=383889"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}